Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Associate

Job Description & Summary

To stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

Role Summary

Provides local computer hardware and software support.  

Help desk support/management, customer support on the desktop/laptop/network, customer service

National and local asset management

Education and training of clients

Compilation of records and reports related to production, machine malfunctioning, and maintenance 

Serves as a subject matter expert in one or more areas of technology or as a point person for a business area in the local office

Use feedback and reflection to develop self awareness, personal strengths and address development areas.

Delegate to others to provide stretch opportunities, coaching them to deliver results.

Demonstrate critical thinking and the ability to bring order to unstructured problems.

Use a broad range of tools and techniques to extract insights from current industry or sector trends.

Review your work and that of others for quality, accuracy and relevance.

Know how and when to use tools available for a given situation and can explain the reasons for this choice.

Seek and embrace opportunities which give exposure to different situations, environments and perspectives.

Provide a broad range of technology support to PwC, including end user and infrastructure support

Participate or lead projects at the regional or local level

Use straightforward communication, in a structured way, when influencing and connecting with others.

Able to read situations and modify behavior to build quality relationships.

Uphold the firm's code of ethics and business conduct.

Quality Service Delivery

Receives work from and responds to service center tickets, walk-in or internal help requests.

Successfully troubleshoots and resolves or escalates problems in a timely manner while following consistent, standard approaches.

Complies with standard operating procedures and checklists in delivering quality solutions and service.

Documents all work, including research and resolution related to service requests, in call tracking system

Actively participates in training and personal career development.

May participate on/be assigned to local, market or regional project teams

May have responsibilities ensuring that the office/cluster/region is adhering to nationally established policies and procedures

Executes routine tasks and may be required to accept & resolve escalated support issues from other teams.

Serves as an experienced technical resource and possesses an advanced knowledge of technology use and application.

Successfully troubleshoots complex/escalated technical issues

Network Collaboration

Communicates with internal/external contacts on matters requiring some explanation.

Manages expectations of the customer and provides quality customer service at all times.

Act as the senior IT specialist on the ground, facilitating support through the various support teams and managing communications with the local office as it relates to outages, service disruptions and key changes that may impact the local office.

May serve as a point of contact for a local office business unit (Assurance, Advisory, Tax).  

May serve on a national team to coordinate implementation of standard technologies (A/V, Asset management, etc.) or to serve as a subject matter expert in the local office for a technology (Notes, network, etc.)

People and Performance Management

Participates in the overall local office support team, substituting for other groups as necessary.  

Participates in team building activities, is a supportive team member in the local market

May have regular contact with customers and peers on matters that may require interpretation beyond established procedures.

Provides formal or informal knowledge sharing regarding the use of new and existing technology, proprietary products and firm processes

Market Efficiency

As the role requires, may perform asset management, network support, connectivity, telecom, project management, Market & regional work, procurement.

May originate and provide documentation for best practices to multiple constituents by gathering information to provide appropriate cluster/region service alerts and advisories.

Demonstrate the ability to coordinate, manage and/or participate in small and medium projects that typically have local/market/regional impact.

​Capabilities/Skills Required:

Advanced technical skills in MS Office and Google Suite

Good understanding of MS cloud services such as OneDrive, SharePoint and PowerBI

Understanding of technology service management processes

Customer focused with a continuous improvement mindset

Confidence in ability to work in a highly technical and ever changing work environment

Effective listening skills; excellent oral and written communication skills (including strong spelling, editing, proofreading, punctuation and grammar skills)

Adaptable and able to work within tight deadlines, demonstrating flexibility

Exceptional organizational skills and the ability to prioritize multiple responsibilities

Excellent judgment and strong problem solving skills

Strong client service focus in dealing with both external and internal clients, displaying an image of professionalism, discretion, integrity and tact

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

ABBYY FineReader PDF, ABBYY FineReader PDF, ABBYY FlexiCapture, Accepting Feedback, Active Listening, Application Maintenance, Cloud Infrastructure, Communication, Database Administration, Database Management System (DBMS), Database Performance Management, Database Repair, Database Server, Database System Backups, Database System Support, Database Tuning, Data Cleaning, Data Querying, Data Retrieval, Data Virtualization, Device Management, Directory Permissions, Document Processing, Emotional Regulation, Empathy {+ 27 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

Yes

Job Posting End Date